### Contents - [**Articles**](#resources-articles) - [**Glossary Terms**](#resources-glossary_terms) - [**Discussions**](#resources-discussions) - [**Reports**](#resources-reports) # Customer Success Software Resources ##### Articles, Glossary Terms, Discussions, and Reports to expand your knowledge on Customer Success Software Resource pages are designed to give you a cross-section of information we have on specific categories. You'll find [articles](#resources-articles) from our experts, [feature definitions](#resources-glossary_terms), [discussions](#resources-discussions) from users like you, and [reports](#resources-reports) from industry data. [ContentsExpand/Collapse Contents](#) - [**Articles**](#resources-articles) - [**Glossary Terms**](#resources-glossary_terms) - [**Discussions**](#resources-discussions) - [**Reports**](#resources-reports) ## Customer Success Software Articles [![2023 Trends in Customer Support, Automation, and Customer Loyalty](https://learn.g2.com/hubfs/2023%20Trends%20in%20Customer%20Support%2c%20Automation%2c%20and%20Customer%20Loyalty.png "2023 Trends in Customer Support, Automation, and Customer Loyalty")](https://www.g2.com/articles/customer-support-trends-2023) [ ### 2023 Trends in Customer Support, Automation, and Customer Loyalty ](https://www.g2.com/articles/customer-support-trends-2023) This post is part of G2's 2023 digital trends series. Read more about G2’s perspective on digital transformation trends in an introduction from Emily Malis Greathouse, director, market research, and additional coverage on trends identified by G2’s analysts.  [ ![Jeffrey Lin](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jeffrey Lin") JL ](https://learn.g2.com/author/jeffrey-lin) by Jeffrey Lin [![G2 Launches New Category for Proactive Customer Retention Software](https://learn.g2.com/hubfs/PCR%20software-JL.jpg "G2 Launches New Category for Proactive Customer Retention Software")](https://www.g2.com/articles/g2-launches-new-category-for-proactive-customer-retention-software) [ ### G2 Launches New Category for Proactive Customer Retention Software ](https://www.g2.com/articles/g2-launches-new-category-for-proactive-customer-retention-software) Customer retention is critically important to the longevity of any business that relies on maintaining a subscription-based, SaaS, PaaS, etc., business model. Practical applications for artificial intelligence (AI) have developed to the point where AI can automate customer success and customer support processes. In August, G2 launched the Proactive Customer Retention category under its Customer Service category to accurately represent the growing market of AI applications in customer success and service support functions. [ ![Jeffrey Lin](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jeffrey Lin") JL ](https://learn.g2.com/author/jeffrey-lin) by Jeffrey Lin [![How to Calculate and Reduce Churn Rate](https://sell.g2.com/hubfs/churn%20rate-2.png "How to Calculate and Reduce Churn Rate")](https://www.g2.com/articles/churn-rate) [ ### How to Calculate and Reduce Churn Rate ](https://www.g2.com/articles/churn-rate) Persuading a customer to buy your product is one thing, but convincing them to remain loyal to your business is another. [ ![Mary Clare Novak](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Mary Clare Novak") MCN ](https://learn.g2.com/author/mary-clare-novak) by Mary Clare Novak ## Customer Success Software Glossary Terms [![Kano Model](https://learn.g2.com/hubfs/G2CM_GI594_Glossary_Article_Images_%5Bkano_model%5D_V1a.png "Kano Model")](https://www.g2.com/glossary/kano-model-definition) [Kano Model](https://www.g2.com/glossary/kano-model-definition) The Kano Model is a framework that prioritizes product development by focusing on high levels of customer satisfaction. Learn about using the Kano Model. by Holly Landis [![Client Base](https://learn.g2.com/hubfs/G2CM_GI412_Glossary_Article_Images-%5BClient_Base%5D_V1a.png "Client Base")](https://www.g2.com/glossary/client-base-definition) [Client Base](https://www.g2.com/glossary/client-base-definition) A client base is a company’s current and past customers who drive revenue and growth, helping businesses build loyalty, retention, and long-term success. by Kelly Fiorini [![Unified Customer Experience](https://learn.g2.com/hubfs/G2CM_GI210_Glossary_Article_Images-%5BUnified_Customer_Experience%5D_V1a.png "Unified Customer Experience")](https://www.g2.com/glossary/unified-customer-experience-definition) [Unified Customer Experience](https://www.g2.com/glossary/unified-customer-experience-definition) Unified customer experience means creating consistent service for customers across channels. Learn the features, basic elements, and more. by Kelly Fiorini [![Churn Risk](https://learn.g2.com/hubfs/G2CM_GI149_Glossary_Article_Images_%5BChurn_Risk%5D_V1a.png "Churn Risk")](https://www.g2.com/glossary/churn-risk-definition) [Churn Risk](https://www.g2.com/glossary/churn-risk-definition) Churn risk is how companies predict a customer's likelihood of churning. Learn what churn risk is and how to prevent it. by Martha Kendall Custard ## Customer Success Software Discussions 0 Question on: HubSpot Service Hub [Is there a time when they can fix the issue with emails that are cc'd to be added to the system?](/discussions/is-there-a-time-when-they-can-fix-the-issue-with-emails-that-are-cc-d-to-be-added-to-the-system) You can always bcc Hubspot in every email you send and your email as well as every response will be logged into Hubspot under that contact. Answered: Amber Smith on April 28, 2022 [Your answer](/discussions/is-there-a-time-when-they-can-fix-the-issue-with-emails-that-are-cc-d-to-be-added-to-the-system/comments/new?remote=true) 0 Question on: HubSpot Service Hub [Do I have access to see the intervals of tickets coming in and who are the people hubspot is assigning these tickets to?](/discussions/do-i-have-access-to-see-the-intervals-of-tickets-coming-in-and-who-are-the-people-hubspot-is-assigning-these-tickets-to) If yes, do I also have the ability to change and edit the list? I want to know more about the automation system, can I set automated follow-up emails that should be sent on specific days and dates? You can go to the reports tab at the top of your Hubspot homepage, click on create dashboard, and add any report you would like to see including who is assigned to tickets, how long they are taking to respond, where tickets are being received from and so much more. Then you can schedule these reports to be sent to you and any internal team members as often as you'd like and Hubspot will automatically send them out. Answered: Amber Smith on April 28, 2022 [Your answer](/discussions/do-i-have-access-to-see-the-intervals-of-tickets-coming-in-and-who-are-the-people-hubspot-is-assigning-these-tickets-to/comments/new?remote=true) 0 Question on: Totango [I would like for Totango to be able to send desktop notifications.](/discussions/totango-i-would-like-for-totango-to-be-able-to-send-desktop-notifications) I would like to see desktop notifications for: - account health status changed for account XYZ - renewals status for account XYZ is 123 - upsell opportunities for account XYZ Hi Jon, That definitely a great idea. The best way to ask for new features is to submit them here. Our product team listens very carefully and many of the features are coming directly from here. https://support.totango.com/hc/en-us/community/topics/360001294011-Product-Wishlist Answered: Lorena Fikes on May 27, 2022 [Your answer](/discussions/totango-i-would-like-for-totango-to-be-able-to-send-desktop-notifications/comments/new?remote=true) - [‹ Prev‹ Prev](/categories/customer-success/resources?discussions_page=3) - [1](/categories/customer-success/resources) - [2](/categories/customer-success/resources?discussions_page=2) - [3](/categories/customer-success/resources?discussions_page=3) - 4 - [5](/categories/customer-success/resources?discussions_page=5) - [6](/categories/customer-success/resources?discussions_page=6) - [7](/categories/customer-success/resources?discussions_page=7) - [8](/categories/customer-success/resources?discussions_page=8) - … - [37](/categories/customer-success/resources?discussions_page=37) - [38](/categories/customer-success/resources?discussions_page=38) - [Next ›Next ›](/categories/customer-success/resources?discussions_page=5) ## Customer Success Software Reports Mid-Market Grid® Report for Customer Success Summer 2026 G2 Report: Grid® Report Grid® Report for Customer Success Summer 2026 G2 Report: Grid® Report Enterprise Grid® Report for Customer Success Summer 2026 G2 Report: Grid® Report Momentum Grid® Report for Customer Success Summer 2026 G2 Report: Momentum Grid® Report Small-Business Grid® Report for Customer Success Summer 2026 G2 Report: Grid® Report Enterprise Grid® Report for Customer Success Spring 2026 G2 Report: Grid® Report Small-Business Grid® Report for Customer Success Spring 2026 G2 Report: Grid® Report Mid-Market Grid® Report for Customer Success Spring 2026 G2 Report: Grid® Report Grid® Report for Customer Success Spring 2026 G2 Report: Grid® Report Momentum Grid® Report for Customer Success Spring 2026 G2 Report: Momentum Grid® Report